Aug 19 2017 Customer Care Strategy: Value Your Customer’s Time
Whether your strategic direction involves improving metrics like NPS (Net Promoter Score) and CSAT (Customer Satisfaction) or reducing overall costs, a key element involves demonstrating that you value a customer’s time. Too often, I witness my clients implement a new technology that should move the needles of metrics or costs, but they fail to produce the desired outcomes. […]
Read MoreAug 05 2017 Is The IVR Dead Or Alive?
I frequently attend the customer service trade shows and themes typically involve education on emerging technologies not yet widely adopted. For example, this year I attended several shows that focused on support for social media platforms like Facebook Messenger or Twitter. Prior to this rising trend in customer service for social media, web and text chat […]
Read MoreJul 27 2017 Texting Has Become The Channel Of Choice
We all read the statistics – we might even question their validity – but study after study after study continues to repeat the concept that the world has gone mobile. I recently conducted a personal study and attempted to engage 25 utilities in a mobile self-service test. I found the customer care number and via […]
Read MoreJul 17 2017 Yes, Voice Communication Still Has Its Place
Is voice communication dead? I was pondering that very question last week while sitting on the beach watching my kids texting and playing on Instagram with their friends, instead of frolicking in the waves. Yeah, sure, they would get up periodically to cool off in the surf; but they spent most of the time texting […]
Read MoreMay 31 2017 Manufacturers Developing Applications: Brilliant Or Foolhardy?
Should you trust manufacturers with application development? I bring up this question since several of my customers have reached out to me recently to discuss how they can move away from the manufacturer for development and support of their applications. When they were all making their selection for a technology refresh, they went through the standard process […]
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